This listing doesn't post a salary. Most similar roles pay
$137,000–$177,250.
Based on 240 similar postings.
Employer
About Elastic
Elastic is the company behind Elasticsearch and the Elastic Stack (Elasticsearch, Kibana, Beats, and Logstash). It sells search, observability, and security products built on that search engine, primarily through its Elastic Cloud managed service.
Elastic currently has
240 open roles
on FindRole.
Listed pay typically runs
$133,100–$210,600
across 91 roles with salary data.
As a Senior Support Engineer, you will join the global support team to manage technical customer issues within contractual SLAs while maintaining strong client relationships across multiple channels including phone, email, and chat. You will be responsible for resolving complex problems through in-depth data evaluation, creating lab environments to replicate issues, and contributing to product documentation and knowledge base content. The role requires a deep understanding of cloud-native and container-based distributed systems using Kubernetes and Docker, along with experience in AWS, GCP, or Azure. Technical requirements include proficiency in Java, Linux, Windows, and networking protocols like LDAP and SSL. You will also utilize web technologies such as HTML, CSS, and JavaScript, while managing APIs, REST calls, and various web servers like NGINX or Tomcat to support the Elastic Search AI Platform.
Resolve technical customer issues via telephone, email, chat, or remote access within contractual SLAs.
Manage complex cases requiring in-depth evaluation of data and multiple variable factors.
Create lab environments to replicate and troubleshoot specific customer issues.
Contribute to product documentation, knowledge base articles, and best practices guides.
Provide technical leadership in Elastic communities and Knowledge-Centered Service methodologies.
Collaborate with developer teams to resolve escalated technical issues.
Participate in organizational projects and initiatives to improve performance and customer experience.
Perform weekend on-call support as part of a team rotation.
What we're looking for
7+ years of experience in technical support, system administration, or a related customer-facing role.
A technical background in systems administration, Network Engineering, or Software Engineering.
Strong verbal and written communication skills in English with a customer-oriented focus.
Good understanding of cloud-native and container-based technologies including AWS, GCP, Azure, Kubernetes, and Docker.
Advanced hands-on experience with Java, Operating Systems (Linux/Windows), Networks (LDAP, Load Balancers, Proxies, SSL), and web technology systems.
Experience with APIs, REST calls, web servers (Tomcat, Apache, IIS, NGINX, Jboss), and identity management (SSO, SAML, Active Directory).
Knowledge of databases or search software technologies (preferred).
Experience with SaaS/distributed systems, scripting (Shell, Python), packet analysis tools, or support platforms like Salesforce, Zendesk, and JIRA (preferred).